Navigation Center Coordinator - Hospice of Cincinnati

TriHealth•Blue Ash, OH

4d•Hybrid

About The Position

This role is within the Hospice Care Team, supporting patients and families during vulnerable moments. The coordinator serves as a resource for nurses, physicians, caregivers, and loved ones, aiming to maintain comfort, dignity, and continuity of care. This position is suitable for individuals who are compassionate, confident working independently in a field-based or home-care setting, and passionate about supporting colleagues, providing reassurance, and upholding patient-centered care standards.

Requirements

High School Diploma or GED Degree or GED (Required)
1 - 2 years experience Customer Service (Required)
Computer proficiency in MS Office
EPIC typing proficiency
Medical terminology
Excellent verbal and written communication
Customer service
Negotiations skills
Independent thinker

Responsibilities

Processing incoming referrals.
Completing intake in EPIC.
Scheduling Admission RNs.
Closing the communication loop with referral sources.
Connecting with families.
Handling the switchboard calls for all of Hospice of Cincinnati and routing calls appropriately.
Coordinating and scheduling consultation/admission visits for clinical staff in EPIC.
Continuous management of Consult/Admission scheduling work queue for pending referrals in EPIC.
Assisting in coordinating discharges, readmits, and division transfers to IPCC's.
Reconciling IPCC's bed availability and coordinating transport time for acute/respite patients.
Demonstrating courtesy and respect toward patients, professionals, and team members.
Developing and maintaining professional, positive relationships and communicating effectively with internal and external customers.
Exhibiting professional phone and open office etiquette, excellent written and verbal communication, and customer service skills.
Acknowledging the work of the department as a shared responsibility and participating fully.
Monitoring office processes; checking documents and communication for accuracy.
Receiving and processing referrals, completing data entry of referrals from all internal and external referral sources, triage of complex referrals, follow-up on pending referrals in appropriate work queues, recordkeeping, DocuSign, correspondence, scanning pertinent documents, and patient contact.
Receiving and routing incoming calls to appropriate recipient(s), effective problem resolution and excellent internal and external customer service skills.
Effectively managing calls that deal with crisis situations.
Thoroughly collecting, documenting, and accurately entering data on new referrals into EPIC, including verification of eligibility and benefits with reimbursement sources, utilizing appropriate work queues for communication.
Updating documentation to reflect current status, coordinating CNP notification and generating requests to physicians via DocHalo, email or phone.